FAQs • Idaho Falls, ID • CivicEngage

Will I receive a notification regarding a pending disconnection?: All disconnection notifications will be stated in red on the top and bottom of your most current City of Idaho Falls’ utility bill. It states, “Our records show your account is past due. If your account is not paid in full or payment extension processed, your service will be disconnected.” The bill will also indicate a pending disconnection date.

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Utility Accounts & Bills

1. Where can I pay my utility bill?: We have several options for paying your bill. See Utility Payments to view your payment options.
View them on our website.

2. What is Budget Billing/Level Pay?: Budget Billing, also known as Level Pay, is a payment plan to even out a customer's monthly billings. Under the program, the previous 12 months electricity usage is figured at the rate estimate to be in effect, other applicable utility charges (ex. water, wastewater, sanitation, fiber, etc.) are added, the sum is divided by 12 to arrive at an average monthly cost to be paid each month.

Budget Billing DOES NOT LOWER one's utility bill. It does provide one method to better budget utility expenses. A customer will know in advance how much is expected to pay each month which will help level out the larger winter or summer bills. Budget billing is adjusted annually.

Budget Billing can be set up on automatic payments for a customer's convenience. Contact the City Utility Office at 208-612-8280 to sign up for Budget Billing. You must have lived at your place of residence for one year to be eligible.

3. How do I arrange for level pay or auto pay?: Contact the City Utility Office at 208-612-8280 for information on Budget Billing, also called Level Pay. You must have lived at your place of residence for one year to be eligible. Auto-pay can be set-up through the utility billing office, or online in the customer portal. Please note that auto-pay set up with your credit card will be assessed a $4.50 fee by the credit card processor per transaction of $400 or less.
City Utility Office

4. What is Paperless Billing?: This option allows you to receive statements electronically, via email, rather than through the mail. One of the online payment options is recommended for those who enroll in Paperless Billing. Being enrolled in paperless billing will save $1.00 on each month's statement.

5. What do I need to do to get my utilities connected?: You will need to provide a photo ID, social security number, rental/lease agreement, and a signature to the Utility Office.

6. I am a landlord, how do I find out if power was taken out of my name?: Contact the City Utility Office.

7. I did not get a utility statement this month, what do I owe?: Contact the Utility Office to find out what you owe and why you did not get a bill. City Utility Office

8. Who do I call about ways of lowering monthly utility bill?: Contact Idaho Falls Power/Energy Services. We will work with you to look at billing trends and identify whether there is anything unusual. We also conducts free energy efficiency audits to help you minimize your electric bills. Idaho Falls Power

9. What are the business hours for paying my bill?: City offices are open Monday through Friday 8 a.m. to 5 p.m., with a few exceptions. Call 208-612-8288 for more information.

10. Are online payments secure?: Simply put, Yes. The City of Idaho Falls has always secured online transactions when using your credit card. When logging into pay your bill, please verify that you are in fact at the HTTPS version of the login page. You'll notice that your session is secured when you have the green colored bar or secure lock (depending on your browser).

When you are making an online payment, you are actually no longer on the City's website, but on Payment Us. Finally, credit card numbers are not stored by us. The transaction occurs by Payment Us. The money is transferred from them to us and marks the amount paid to your account.

11. When will Idaho Falls Power/City of Idaho Falls disconnect my electric service for an unpaid utility bill?: Any electric service account with a balance more than 30 days past due (or 45 days past its bill date) without an approved payment or medical extension will have their electric service disconnected. Customers will receive notification on their most current utility bill regarding any past due balances.

12. Will I receive a notification regarding a pending disconnection?: All disconnection notifications will be stated in red on the top and bottom of your most current City of Idaho Falls’ utility bill. It states, “Our records show your account is past due. If your account is not paid in full or payment extension processed, your service will be disconnected.” The bill will also indicate a pending disconnection date.

13. What can I do if I need more time to pay my bill?: Customers can set up a payment extension to allow for an additional 15 days to pay the entire balance of a utility bill. Payment extensions must be set up prior to disconnection and only be requested by customers up to three times in a 12-month period. Payment extensions cannot be used back-to-back and must be set up through the Credit Office. The Credit Office is located at 308 Constitution Ave., or they can be reached by phone at 208-612-8285.

14. Does Idaho Falls Power or the City of Idaho Falls offer energy assistance to pay a bill?: Idaho Falls Power collaborates with Eastern Idaho Community Action Partnership (EICAP) to offer Project Help, a program that helps qualified families pay their utility bills. This program, which is managed by EICAP, assists households with income less than 150 percent of the federal poverty level financial assistance towards a household’s heating bill in the form of a one-time payment. Find more information about this and other programs on their website at https://www.eicap.org/our-programs/family-services/. They are also located at 357 Constitution Way, Idaho Falls, ID. Their phone number is 208-522-5391.

15. If I’m disconnected, will I be charged a disconnect fee?: Yes, all accounts disconnected for non-payment will be assessed a $25 disconnect fee. This fee pays for the extra costs the utility accrues due to a disconnect. This fee must be paid, along with your entire account balance, before electric service can be reconnected.

16. If I’ve been disconnected, how can I reconnect electric service?: The customer must pay the entire account balance before electric service can be reconnected. Generally, once payment is made, most electric services can be reconnected within 5 minutes.